Shealyn Washington

Responsible for answering and triaging incoming calls, taking messages and scheduling appointments with exhibit pleasant phone voice, good manners, professional in conduct, and have the ability to listen operating a computer and answering a multi-line phone system and displays CVPs Mission, Vision, and Values in word and deed. I am flexible in accepting work assignments and priorities.

• Meets attendance and tardiness expectations
• Is dependable; follows policies and procedures
• Maintains professionalism in interactions with patients and coworkers

Patient appointments was made using only Department of Defense (DoD) approved standard appointment types, business rules, and appointment detail codes as detailed in the Military Health System (MHS) Guide to Access Success. I performed outgoing calls when correcting appointment errors, rescheduling or cancelling appointments. Corrections may require transferring to the appropriate clinic if an appropriate appointment is not available. I also helped leadership with training new oncoming employees.

• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
• Answered phone calls and answered questions from potential patients.

Attain working knowledge of the Client's processes and requirements and be able to communicate this in a professional matter. Handle large volume of inbound calls while maintaining the client's and Firm's standards. I was able to resolve disputes and collect balance or set up an appropriate payment plan, with all other duties as assigned.

• Worked with floor team and managers to meet wide range of customer needs.
• Identified and resolved discrepancies and errors in customer accounts.

I manage large amounts of inbound and outbound calls in a timely manner, with communication 'scripts' when handling different topic. I was able to Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives. Kept records of all conversations in our call center database in a comprehensible way.

• Build sustainable relationships and engage customers by taking the extra mile
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets.

Welcome visitors by greeting them, in person or on the telephone; answering or referring inquiries, directs visitors by maintaining employee and department directories; giving instructions. Followed procedures; monitoring logbook; issuing visitor badges. Safe and clean reception area by complying with procedures, rules, and regulations.

• Maintains telecommunication system by following manufacturer's instructions for house phone and console operation
• Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs
• Contributes to team effort by accomplishing related results as needed.